Release: 30th Nov 2017

 

Automatic status updates for phone line in babelConnect

The babelConnect app now has a persistent display in  of automatically updated real-time status changes related to your softphone/ or phone device.

If a call attempts to reach an agent and we detect that the phone device / channel is "busy", then the agent will see that the following status.

A feedback message will appear so that the agent is aware. If the agent presses the reset button, then the status will be reset to tell the platform that the agent's device should be ready again. Obviously if the device or channel still is busy, then this will appear again.

 

bC_device_busy_-_reset_status.png

The same behavior will happen if an agent's softphone or phone device or channel is "unreachable". It will look like this:

bC_device_unreachable_-_reset_status.png

Note that babelforce will display what we receive back from the device/channel. For example, often "busy" will also be displayed if the agent "declines" a call as well as when the agent is already calling directly from their phone.

 

These "phone not reachable" type of statuses will stay visible until either:

  1. the timeout that your admin has defined in babelforce > Global Settings > Telephony Settings > Agent reachability timeouts
  2. the agent resets the status

 

The manager / admin will see the same statuses presented in the babelforce administration interface - it looks like this on the Agents view for the manager:

unreachable_statuses_in_manager_UI.png

Note that the manager can reset the status by toggling the agent to a busy setting and then back again to an available for inbound calls.

In a subsequent release, we will soon be changing this also to allow the manager to reset the "unreachable/busy/decline" statuses directly.

 

Agent activity/availability values now displayed to admins

There will be a number of updates to activity/availability statuses over the next few months. In this release, the "available" and custom busy values have been presented in the Agents view for the manager/admin to see. Also they can be changed by the admins - so a manager can set an agent to a particular busy value to available (i.e. to make the agent ready to take inbound calls).

activity_and_custom_busy_values_in_manager_UI.png

What is now called "Availability" and covers "Available" for inbound calls and custom busy labels for when not ready to take inbound calls will in the coming months be replaced and subsumed into the new "Activity" values.

Feel free to let us know what kind of activity settings including custom values and behaviors would be useful for you. You can submit a support request for that purpose.

 

 

New bulk and individual update capability for leads

There is new method to bulk update leads to enable flexible changes to leads in addition to the ability to upload with CSV.

The new method uses API calls of type PATCH to allow updates to be done to entire set of specified leads.

The API request URL looks like this:

PATCH    https://{{env}}.babelforce.com/api/v2/outbound/leads

{{env}} must be replaced with the territory / deployment of your account, e.g. "services" or "us-east" or "ap-southeast"

JSON format for setting any field value for the list of lead IDs:

{
"ids": ["[id1]","[id2]","[id3]"],
"update": {
"status": "busy",
"data": {
"pet": "cat"
}
}

The above request will set all 3 specified leads to status "busy" and give meta data field pet the value "cat".

You can get further instructions and download a postman collection with preconfigured API calls for this here.

 

New bulk and individual create and update capability for scheduled call-backs

As above, the new method can be used to add scheduled call-backs to a set of leads in bulk or to just one lead.

The request URL:

PATCH   https://{{env}}.babelforce.com/api/v2/outbound/leads

{{env}} must be replaced with the territory / deployment of your account, e.g. "services" or "us-east" or "ap-southeast"

JSON format for setting call-back date-time to the list of lead IDs:

{
"ids": ["id1","id2"],
"update": {
"callback": "2017-11-24T19:07:00.000Z"
}

You can get further instructions and download a postman collection with preconfigured API calls for this here.

 

Have more questions? Submit a request